Quality Intelligence Delivery Metrics Manager, AMZL

Description du poste:

Own delivery quality metrics and intelligence for AMZL Brazil's expanding network as we scale operations across the country. As Business Analyst for Delivery Quality Metrics, you will be responsible for DEA, EAD, and FDDS metrics-creating sub-metrics, conducting root cause analysis, designing corrective actions, and building AI/ML intelligence modules that drive operational excellence and customer experience improvements.

This role combines deep analytical expertise with AI/ML development, working cross-functionally with UTR/OTR Operations Excellence teams and data science partners to transform delivery quality data into actionable insights and predictive solutions. You will build automated dashboards, develop anomaly detection algorithms, and create forecasting models that proactively identify quality issues before they impact customers.

Own daily, weekly, and monthly reporting for critical delivery quality metrics across all AMZL channels
Conduct deep-dive root cause analysis using data-driven methodologies to identify and quantify delivery defects
Design and implement corrective action plans, tracking effectiveness through rigorous before/after analysis
Build predictive models and anomaly detection algorithms for proactive quality management
Partner with data science teams to develop AI/ML solutions scalable across AMZL and other businesses

Key job responsibilities
Metrics Reporting & Root Cause Analysis Own daily, weekly, and monthly reporting for DEA, EAD, and FDDS metrics across all AMZL channels. Create sub-metrics and breakdowns by geography, channel, node type, and failure mode. Develop automated reporting dashboards providing real-time visibility into delivery quality performance. Conduct deep-dive analysis using data-driven methodologies including 5-Why, Fishbone, and Pareto analysis to identify root causes of delivery quality defects. Categorize defects by ownership and quantify business impact in terms of customer experience and cost.

Corrective Action & Implementation Tracking Design and implement corrective action plans based on root cause findings. Partner with UTR/OTR Operations Excellence teams to validate solutions and track implementation across the network. Monitor effectiveness through rigorous before/after analysis, measuring impact on quality metrics and customer satisfaction. Create feedback loops ensuring continuous improvement and sustainable quality gains.

AI/ML Development & Predictive Analytics Build predictive models for delivery quality forecasting, enabling proactive intervention before quality issues impact customers. Develop anomaly detection algorithms identifying quality issues in real-time across the network. Partner with data science teams to produce scalable AI/ML solutions applicable to AMZL and other Amazon businesses.

A day in the life
You analyze overnight delivery quality data across Brazil's AMZL network, identifying anomalies in EAD performance for specific nodes and channels. You conduct a deep-dive root cause analysis on a spike in FDDS defects, using Fishbone and Pareto methodologies to categorize failure modes and quantify customer impact. You collaborate with UTR Operations Excellence teams to validate corrective actions for delivery quality issues identified in previous analyses, reviewing implementation progress and measuring effectiveness.

You build and refine predictive models forecasting delivery quality trends for the upcoming week, flagging potential issues for proactive intervention. You develop automated dashboards providing real-time visibility into DEA sub-metrics broken down by geography and node type, enabling field teams to monitor performance continuously. You partner with data science teams to enhance anomaly detection algorithms, incorporating new data sources and improving accuracy of quality issue identification.

Throughout your work, you translate complex data insights into actionable recommendations for operations teams, ensuring delivery quality improvements directly enhance customer experience while reducing operational costs across the Brazilian network.

About the team
AMZL Brazil is at the forefront of Amazon's logistics expansion in Latin America, delivering millions of packages to customers across one of the world's most geographically diverse and challenging markets.

We are a team of analytical problem-solvers who thrive on complexity. We don't just report metrics; we uncover the "why" behind performance trends, design data-driven solutions, and build predictive tools that enable proactive decision-making. Our work spans the entire delivery ecosystem-from first mile to last mile-partnering closely with UTR/OTR Operations Excellence teams, field operations, and data science groups to drive continuous improvement

Profil requis du candidat:

- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- Knowledge of writing and optimizing SQL queries in a business environment with large-scale, complex datasets
- Experience using managed ML/AI solutions
- Experience in program or project management
- Experience working cross functionally with tech and non-tech teams
- Experience in defining and implementing process improvement initiatives using data and metrics
- Experience in English-language communication skills, both written and verbal
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Experience in driving end to end delivery, and communicating results to senior leadership
- Experience leading process improvements

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